Order from country not on my list
I have received an order via Amazon from a customer in the USA. We do not sell to the USA through Amazon. We are UK based. Amazon is proposing to charge £6.94 for shipping. If I ship this book I will lose money. I want to know why Amazon is doing this and what they will do to rectify it. Fair enough question, I thought. But when I opened a live chat, the operator transferred me to ‘the concerned team’ and that agent disconnected me. What should I do?
0 replies
Seller_qZO3ZCjoBXEeL
Ship the order or cancel it.
You need to check your shipping settings/template and disable international orders if you only want to ship to UK customers.
Seller_SITNVuZK87zGK
Go to Shipping Settings - what do they look like? If there is mention of International Shipping - this won’t be the last instance of an international order you get.
Seller_E3AKgtKyv9ac9
My shipping settings only show the UK. I contacted Seller Support and got cut off, then I tried again and was told the customer had placed the order on the UK platform and supplied a US address, so I had to tell the customer to cancel. I don’t see how it is the customer’s fault. They should not be able to place an order and get Amazon to accept it and apply the wrong postage.
Seller_E3AKgtKyv9ac9
Me:I have not accepted this order and I have not included the USA in my shipping settings
Tess:Kindly communicate with your buyer drectly using the Buyer-Seller messaging system and inform him thatyou do not deliver in the USA. This order was placed from your UK marketplace, and the delivery address is in the USA.
Me:How can I ship this for £6.94 from the UK?
Tess:I understand and my sincere apology for the inconvenience.
Me:Why did it happen? It is not the customer’s problem. It is Amazon’s problem, as far as I can see.
Oh, you mean the buyer used the UK marketplace. But I still don’t ship to the USA?
Tess:Yes. The buyer placed the order in your UK marketplace, however, the delivery he used is in the USA.
Me:Then it should have been rejected?
Tess:Yes, as this order is Fulfilled by Merchant or by you as the seller, then, you have all the option and the discretion.
It is very important that you communicate with the buyer.
Me:I am told that if I cancel an order, it will affect my sales metrics. You are saying I should make it the customer’s problem, aren’t you?
Tess:Yes. You need to request from the buyer to cancel the order in their side.
Seller_SITNVuZK87zGK
Can you screenshot your shipping settings page. You won’t have just got an order to a USA address by chance.
Seller_SITNVuZK87zGK
Some of your books are definitely available to deliver to the USA, though it appears not all of them, in fact, 34 specifically.
Seller_E3AKgtKyv9ac9
Thanks Osgood, that’s interesting. I’ll see if I can track them down!
Seller_DROodOAYHftnc
I would guess that when you listed them for sale you did make some available for overseas, so you would need to go into them and untick the international shipping box.
I’ve had one or two older listings sneak through and be ordered by overseas customers - you really need to make sure that only the UK box is ticked.
The thing is, it isn’t the customer’s fault as they ordered it from UK site. The shipping charged will be Amazon’s default charge for US - that is why many of us have stopped selling overseas as the postage charge has not kept up with the ever increasing prices.
Seller_E3AKgtKyv9ac9
I have numerous shipping templates! though as far as I knew, all my listings were under one only. I am now struggling to discover how you even find which template relates to which listing. Except I could scroll through them all, I suppose.
Seller_E3AKgtKyv9ac9
[Allen_Williams_Books] you are right. We have had the account for years. I think it must have been when we had to migrate to a new template and I had some confusion over creating the template, I must have added a selection of listings to a template I then didn’t use because I didn’t think I’d done it right. I imagine the bowels of the Amazon selling machine teeming with whiz-kids who think nothing of adding extra new features and complications, assuming that all their account holders are similarly crammed with whiz-kids like themselves… It really threw me when the chat assistant told me I must contact the customer, because traditionally Amazon has made it as difficult as possible to contact the customer. But she couldn’t just simply tell me what the problem was with my listing, she only kept insisting that I had accepted the order, without telling me how I had done it. So I['m really grateful to all you selfless sellers who come and give your suggestions here!
